$6.3 billion scheme improves estate maintenance service
******************************************************* The following is issued on behalf of the Housing Authority:
The Housing Authority will spend $6.3 billion over a five-year period to implement a "Total Maintenance Scheme" to improve maintenance services in its public housing estates.
"Though common and external areas in public housing estates are generally maintained in good conditions, the standard of maintenance inside public housing flats is less satisfactory," the Deputy Director of Housing (Estate Management), Mr Lau Kai-hung, said today (October 25).
The Total Maintenance Scheme works out a total approach for maintenance of public housing estates featuring a three-pronged approach ¡V proactive and comprehensive approach to identify maintenance problems; prompt response to emergencies and tenants' requests for repairs; and enhanced promotional and educational programmes.
In adopting a proactive and comprehensive approach to identify maintenance problems, the following initiatives will be taken:-
* In-flat Inspection Ambassadors will be appointed to provide one-stop service for inside flat inspection and repairs and to educate tenants on home caring and maintenance issues;
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* Dedicated Task Force with expert knowledge will handle major maintenance issues such as cantilevered structures and building services which require prompt and comprehensive action to be taken;
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* Multi-disciplinary Teams with professional support will be set up to comprehensively review the improvement needs of older housing estates; and
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* A flat-to-flat maintenance database will be set up to record the maintenance history providing useful information for future research and development.
To ensure prompt response to emergencies and tenants' requests, the following measures will be implemented:-
* Maintenance hotline will be set up to provide one-stop service for tenants from receiving complaints and requests to clearing of complaint cases with tenants;
Ć
* Customer Service Co-ordinators at senior professional grade will be appointed to collate inputs from relevant offices, handle the issue from the tenants' prospective and report accurately to senior management for consideration in addressing the public's concern; and
Ć
* Management and Monitoring of Property Service Agents and Maintenance Contractors will be further enhanced to ensure delivery of quality services to tenants.
In the enhancement of promotional and educational programme, the following new initiatives will be taken:-
* A comprehensive promotional and educational plan will be worked out to promote the Total Maintenance Scheme in order to win the support of tenants and the general public; and
Ć
* Customer services seminars will be arranged for professional and technical staff to instill a sense of quality and commitment to customer service.
Members of the Housing Authority endorsed the implementation of scheme at a meeting today.
"The scheme will be implemented on January 1 next year following further consultation with Estate Management Advisory Committee members," Mr Lau said.
******************************************************* The following is issued on behalf of the Housing Authority:
The Housing Authority will spend $6.3 billion over a five-year period to implement a "Total Maintenance Scheme" to improve maintenance services in its public housing estates.
"Though common and external areas in public housing estates are generally maintained in good conditions, the standard of maintenance inside public housing flats is less satisfactory," the Deputy Director of Housing (Estate Management), Mr Lau Kai-hung, said today (October 25).
The Total Maintenance Scheme works out a total approach for maintenance of public housing estates featuring a three-pronged approach ¡V proactive and comprehensive approach to identify maintenance problems; prompt response to emergencies and tenants' requests for repairs; and enhanced promotional and educational programmes.
In adopting a proactive and comprehensive approach to identify maintenance problems, the following initiatives will be taken:-
* In-flat Inspection Ambassadors will be appointed to provide one-stop service for inside flat inspection and repairs and to educate tenants on home caring and maintenance issues;
Ć
* Dedicated Task Force with expert knowledge will handle major maintenance issues such as cantilevered structures and building services which require prompt and comprehensive action to be taken;
Ć
* Multi-disciplinary Teams with professional support will be set up to comprehensively review the improvement needs of older housing estates; and
Ć
* A flat-to-flat maintenance database will be set up to record the maintenance history providing useful information for future research and development.
To ensure prompt response to emergencies and tenants' requests, the following measures will be implemented:-
* Maintenance hotline will be set up to provide one-stop service for tenants from receiving complaints and requests to clearing of complaint cases with tenants;
Ć
* Customer Service Co-ordinators at senior professional grade will be appointed to collate inputs from relevant offices, handle the issue from the tenants' prospective and report accurately to senior management for consideration in addressing the public's concern; and
Ć
* Management and Monitoring of Property Service Agents and Maintenance Contractors will be further enhanced to ensure delivery of quality services to tenants.
In the enhancement of promotional and educational programme, the following new initiatives will be taken:-
* A comprehensive promotional and educational plan will be worked out to promote the Total Maintenance Scheme in order to win the support of tenants and the general public; and
Ć
* Customer services seminars will be arranged for professional and technical staff to instill a sense of quality and commitment to customer service.
Members of the Housing Authority endorsed the implementation of scheme at a meeting today.
"The scheme will be implemented on January 1 next year following further consultation with Estate Management Advisory Committee members," Mr Lau said.
Ends/Tuesday, October 25, 2005
Issued at HKT 17:13
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